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Peoplecert ITIL-4-MSF Exam Syllabus Topics:

Section	Objectives
Topic 1: Monitor, Support and Fulfil Practices Overview	- Monitoring and Event Management - Service Request Management - Service Desk Practice - Problem Management - Incident Management

Peoplecert ITIL 4 Specialist: Monitor, Support and Fulfil Sample Questions:

Question #1

Which capability criterion supports the practice success factor 'ensuring that events are detected, interpreted, and if needed acted upon as quickly as possible'?

A. The responsibility for the approach to monitoring and event management is clearly defined
B. Trends are analysed and used to predict the event occurrence
C. The key users of the monitoring data and their requirements are identified
D. The monitoring data is available when needed and meets the user requirements

Reveal Solution Discussion 0

Correct Answer: D 🗳️

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Question #2

A service provider is implementing a new powerful survey management system. How can service desk practice benefit from it?

A. The system will help to report the practice performance
B. The system will help to manage user query records
C. The system will help to integrate service desk into value streams
D. The system will help to collect user feedback

Reveal Solution Discussion 0

Correct Answer: D 🗳️

Question #3

Which TWO of the following items is a service desk MOST LIKELY to capture?
1. Problems
2. Service requests
3. Incidents
4. Changes

A. 1 and 4
B. 3 and 4
C. 2 and 3
D. 1 and 2

Reveal Solution Discussion 0

Correct Answer: C 🗳️

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Question #4

When a service provide130r was analysing performance of the service request management practice, it became clear that service requests fulfilled by the service provider's teams meet the agreed standards and have a high user satisfaction score. However, service requests that are supposed to be partially fulfilled by users, are often overdue, and leave users unhappy. In many cases, a service provider team needs to step in and complete the request fulfilment. At the same time, the service provider is planning to migrate to a new ITSM software system. Which requirement for the automation of service request management is particularly important to ensure that the new system addresses the situation?